Service@Core: insights into maturity, ambitions and challenges
This report gives insights about the service maturity level of organisations and the challenges they face in preparing their service solutions for the future. This 'Service@Core' transformation creates disruption in five dimensions explored in the report.
of respondents aim to put services at the core of their business model
will invest heavily to increase their data and analytics capabilities within 3 years
have limited or no visibility on their service activities
of participating companies confirm that the service technician profile is changing
The service supply chain integrates sales, field service management and customer services into a unique, unified service offering for the client. Products are no longer seen as the end product but rather as leverage tools used to create value for the customer. PwC defines the Service@Core approach as a strategy that puts services at the centre of every organisation.
The goal of the survey that led to this report is to answer three key questions:
This report focuses on the five key dimensions of a service supply chain in which we see the biggest disruption: business model, planning, data and analytics, emerging technologies, and human capital. Companies can assess their maturity on these five dimensions and can use the results to understand where the biggest challenges will lie in preparing their service business for the future.
The first step in growing your service maturity is to assess how mature your company is today and in which of the five dimensions your major improvement opportunities lie.
Our team of specialists can guide you on your way to the service supply chain of the future. We have specialists in each of the five dimensions, and we can help you grow in each of them.